Beyond Philosophy
DECEMBER 20, 2019
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.
Beyond Philosophy
OCTOBER 5, 2017
In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.
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Beyond Philosophy
MARCH 17, 2022
So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . Make a Deposit in the Customer’s Emotional Bank Account. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy.
COPC
APRIL 1, 2024
In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.
Beyond Philosophy
DECEMBER 19, 2016
Buying becomes an intuitive, emotion-based decision, and customers can then use durability and high quality to justify spending extra money to buy Patagonia or King Arthur instead of a less expensive brand. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.
Beyond Philosophy
JULY 13, 2016
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. How to Measure Customer Emotions.
Beyond Philosophy
JUNE 6, 2019
For example, not so long ago, people didn’t want to migrate to online banking. In the minds of many people, the internet was a sinister nest of bad-actors waiting to steal all of our electronic money right out of the virtual bank. However, online banking has proved to be helpful to society. Get Used to It.
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